TalkTalk Broadband Reviews

See my complaint letter... I have been literally ignored and fobbed off at every occasion - the worst customer service I have ever experienced.


"I am writing to let you know the experience I had with TalkTalk between the
6th of April and the 1st of May. As you will see, my wife and I have been
treated extremely poorly by TalkTalk and, after an arduous process have
simply been brushed off without so much as an apology or making things
right. I kept a note of my experience throughout and share it with you
below:

*6th April* - ordered broadband online with TalkTalk to be installed on the
23rd of April. No suggestion of any problems.

*10th April* - receive a text: "we are having to sort a problem with your
order before we can get you up and running. *Don't worry, we'' let you know
as soon as possible if there's a small delay to your go-live date.*" As I
was to find out, this was the first time TalkTalk lied to me, as my order
was already cancelled. Nobody told us this or mentioned anything about it
between that text and the 23rd.

*23rd April* (note, from this point on my previous provider has been
cancelled - I have no internet) - engineer booked to be in between 1 and 6.
At about 1 I logged into my account to check how to set things up etc and I
see a message saying, roughly - "you need to rebook your appointment with
an engineer". So, nobody had said anything to me, and now I am sitting at
home waiting for an engineer to turn up who never will. The online system
gave me a number and told me to ring it, so I did.

Customer Service Adviser 1 (15 mins) - this adviser told me to wait until
6pm and see if the engineer turned up. *Despite *the fact that my login
explicitly told me I needed to rebook, I had to wait until 6pm for nothing
to happen. So I waited all day and as expected, nothing happened. My day
was wasted for no reason and frankly, nobody seemed to care.

Customer Adviser 2 (15 minutes) - using the online chat function, this
adviser said there was nothing they could do to help and gave me another
number to ring.

Customer Adviser 3 (45 minutes) - eventually was told there was a problem
between BT OpenReach and TalkTalk. Something to do with TalkTalk putting in
their request late/not within the time window. I was passed onto another
adviser to rebook.

Customer Adviser 4 (15 minutes) - this individual told me that I can't
cancel and rebook without a 24 hour wait. So for no apparent reason at all,
I had to wait a full day before being able to rebook and start this process
again.

*24th April*
Customer Adviser 5 (15 minutes) - was called up to rebook and given a 10-14
day waiting period. No sense of urgency or recognition that I had already
been waiting since the 6th of April and now would have to wait until,
minimum, 4th of May (today). I was to be left with no internet this time
and TalkTalk didn't seem to care one jot.

*26th April*
I receive a text: "we are having to sort a problem with your order before
we can get you up and running. *Don't worry, we'' let you know as soon as
possible if there's a small delay to your go-live date.*" Identical to last
time, and again, I was to find out the order had already been cancelled and
nobody was going to tell us that. Lied to for the second time.

I log on and see the order has been cancelled and I need to phone up and
rebook (AGAIN). This would mean getting internet a minimum of 6th of April
(1 full month after booking) and I would still be sitting here without
access.

I phone the number I was given.

Customer Adviser 6, I lost count here (18 minutes) - After a long
conversation explaining the situation I was told "you need to rebook and it
will be fine". Of course, the events detailed above would make it obvious
to anyone that rebooking is not going to solve the problem. He passed me
over to rebook anyway. I believe during this time frame I also spoke to
someone on the tech team, but I really did start to lose track because of
being passed around so much. Again I was told that the problem here was
that TalkTalk had not passed something over in the time frame required for
Bt Openreach.

Customer Adviser 7 (at least number 7) - After 2 minutes the phone broke up
on their end. So I had to start the whole process and conversation AGAIN.
Called up again.

Customer Adviser 8 (35 minutes) - perhaps the only individual I spoke to
who was of any help. She said her name was Pam. She investigated the
problem because she listened to me and understood it was a recurring
problem that rebooking would not fix. I was told that now I would have to
wait up to FIVE days for the technical problem to be resolved. Pam and I
arranged a call for Wednesday 1st of May, she said she would be handling my
case and call me between 10 and 12 on the 1st.

*30th April*
Note: not the 1st of May. I get called by someone else, note: not Pam as
agreed. Lied to for the third time,

Customer Adviser 9 - There is a problem with the line that can be fixed, it
may take some time etc etc etc... note: this is a different problem than
the problem identified to me the last 2 times. So, essentially, nobody was
trying to fix the REAL problem until the 30th of April! I told Adviser 9
(Jerome, I think), that I couldn't wait any longer and I went back to
Virgin - exactly what I did not want to do and exactly why I hoped to
become a TalkTalk customer. I was passed over again to cancel.

Adviser 10 - No word of an apology just, "thank you and goodbye". (roughly
10 minutes for conversations this day).

So to summarise, I booked internet on the 6th of April for the 23rd. IF,
after the above shambles, I had still waited for TalkTalk to deliver what I
ordered I would still be waiting right now, because from the 30th of April,
the minimum booking time of 10 days would give me internet on the 10th of
May. So I booked internet on the 6th of April, and wasn't even guaranteed
to get it by the 10th of May - *34 days minimum IF the problem was fixed,
which I had no confirmation of.* This is shocking enough, never mind the 3+
hours I spent being bounced around TEN members of customer services, the
mixed messages (and frankly, lying messages telling me not to worry and
that I will be contacted, I never was), and the money I have spent on calls to customer services and the grief caused and the money lost to me without internet."

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Though the broadband works well here the customer service is a nightmare. If you have any issues be prepared to waste hours. I originally rang them which was painful. I then went to using the chat feature but that seems to have got worse an worse. Spent two hours just trying to get one answer which in the end was a one liner! And once you want to leave you better book a day off work!!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  4 stars

When it works its good. But it took a year for them to fix a problem of it dropping several times a day. In the end they offered me a paltry sum of compensation which included £20 goodwill - and this after spending probably 20-30 hours on the phone to customer services over the year. Switching provider despite cost of cancelling contract.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  1 star

Difficult to put into words our total dissatisfaction with talktalk. Have had no usable broadband for sixteen days - internet generally very slow, but we've had particular difficulty with secure sites i.e. banks, credit cards etc. Impossible to log into due to incredibly slow speed. You'd think talktalk would want to resolve very quickly - right? Apparently not. Customer service non existent, constantly evading any responsibility, even though there is clearly a problem Nationwide, with talktalk outage currently shown across the entire country.
If you're considering a new broadband provider, avoid talktalk! Avoid!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

DO NOT JOIN TALKTALK. The speed of the broadband is usually slow very slow. My minimum speed guaranteed is 26.7mbps in reality is less than 15-10mbps. I’ve opened a complaint in February and today 16/06/2019 is still ongoing. My tv is buffering day or night there is no improvement whatsoever and I struggle not only to use WiFi but to each tv too. They don’t deal with customers like any other company in the Uk. You have to talk to them through the phone and when it comes to contact cisas to compliment about them they need proof in order to decide weather they don’t honour their contract.... etc. This should not be legal as for us as customers it is very very stressful and frustrating situation.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolutely disgusting company to deal with, atrocious customer service, lieing, untrustworthy, terrible service, constant internet down times and slow connection.... Once out of contract my bill rose 28 pounds per month to 48 pounds for an out of contract broadband connection. Stay away from these horrible, repulsive talk talk charlatans. Terrible connection and even worse service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Worst customer service ever. Slow speeds that you are not promised.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Not a good service. Emails a constant problem.
Speed you are promised is not what you actually get.
Call centre not helpful.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Terrible service, Terrible company, Avoid at all costs, they just do not care about customers and they are technically incompetent

Absolute bunch of con artists. Appalling customer service - can't even provide an invoice for a late payment. I'd rather pay twice as much to never have to deal with them.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

They are super unreliable and the WiFi cuts out. Also the speed is only a third of what they guarantee for the plan we are on.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Absolute rubbish. Constant internet drop out every day but never made a problem for them about it even though it annoyed me and I didnt see any point paying it. Lost internet connection a week ago and still dont have anything (I only use internet no broadband) talk talk were unable to fix it so now i have to pay for a month that i didnt even use! Was just told that I have to move in 10 days so went to cancel my internet and they tried to make me for 2 months plus early cancellation fee. Had a massive go about everything. I'm not paying 2 months when I'm not able to use it. Ended up getting it knocked down to only one month but still not good enough these people just want your money! I only agreed to pay one month bcoz I was so sick of arguing with them and they dont even listen to you. It took me 3 hours to cancel my damn internet. First 30 minutes I was calling their cancellation team and they didnt speak (as if they were hoping this would stop me from canceling) I will never ever use talk talk again and I will advise everyone I know to never ever use talk talk. Honestly just pay the extra for something else. Dont ever go to talk talk. I wish they were shut down. Their service and their staff are just absolutely s***

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

In contract speed was 1 to 2Mbs, out of contract price went up by £10 pm and speed went down and reliability was at best haphazard. Really tired of battling to get a service. BTW adverts showing great prices are false, they only link to higher offers on Talk talk.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

A shockingly poor service. Regular down time and constant buffering. Avoid and pay the extra fiver a month for a decent provider.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Pile of ****. Just take your money even tho contract has ended and blackmail you with debt collectors if you don't pay. Awful connection. Customer service is diabolical

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

It really shames you can’t fix my broadband for 9 months !!! Your customer service just cheaters!!
I contacted TalkTalk hundreds of times by phone, twitters and compliant but your company has no shame to stolen customers money with zero quality services.

Last time I spoke with the 4th customer service manager and she promised that will sort it out asap, I explained to her I can’t trust you because I had a lot of cheating experience with TalkTalk, all promises NOT TRUE.

It is really SHAME TalkTalk failed to provide broadband below the minimum guaranteed limit and still charge customers without refund.
Your liar customer services promised me ten times but all promises just a cheat !!!

It really shames all your customer's staff and all your engineers unable to fix broadband for one customer !!

I would recommend you to dissolve your company or do other business because your company unable to provide broadband for 9 months !! and unable to fix my broadband for 9 months !! and still charging full price !!!

YOU HAVE NO SHAME TO STOLEN CUSTOMERS MONEY !!!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I'll keep it short and sweet. I get at least one connection drop out every day, usually more. The firmware on my router is years out of date and after hours of trying to get it updated over several months, I'm still stuck on the old version. Their tech support in my experience is always either not experienced or overly evasive. Constantly asking me to post my problems on the public forum for the world to see. No thanks. That is not what I pay you for! Whenever I did manage to talk to someone "technical" I practically had to explain to them what firmware was. I'd give higher ratings for the decent speed, if it worked for 24 hours without failing!
Avoid at all costs people! The rumours are true and I wish I'd listened. The higher upload speed was not worth this.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The worst support service ever! Had several problems with the line and nobody came for weeks, they even sent me a useless engineer. NEVER AGAIN!!

• Speed
  2 stars

Spent hours on the phone to customer services who have not resolved my problems of slow speeds 0.2Mbps (unbearable). I have tried to be patient and work with them but everytime I call I get different advise and it seems that none of them seem to know what they are talking about and they are difficult to understand too.

• Satisfaction
  2 stars
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  2 stars

So fed up with everything about Talk Talk, unreliable and constantly being put on hold to sort things out. I will definitely not be using them again.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Worst company in over charge billing.

I have noticed when I have seen my bank statements few months back and I called them to complain of Over Charge billing. They apologise and credited in next month. Then two months later they started same thing again and this time I wants to take this case to Ombudsman. This is total fraud to steals customer's money without knowing them. I have a contract with talktalk to pay £17/month in total. And I never agreed on paper billing, however they put my record it self on paper billing. I am going to cancel the contract now as I calculated they have overcharged me about £60-00 in one year. So be careful if you don't notice then they robbed your money quitely. If you raised then with apology they might give you back. Look they have millions of connections and I bet you all, Have a look at your bank statement, and see how much they have over charged you !!!!!!!!!!!!!!!! They are Nutters / Robbing in day light ..............

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Shockingly bad. Over paid a monthly payment and having to battle to get it refunded. During the process, it transpired I am also owed a refund from a previous talk talk account from previous years. They sat on it and never notified me. Thats appalling. The actual broadband was rubbish despite being assured it would be ideal for my requirements. I strongly advise NEVER to use this company.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Having checked other provider reviews I consider My BB service from TT to be good.but my TTemail can be troublesome at times

• Satisfaction
  4 stars
• Customer Service
  3 stars
• Speed
  3 stars
• Reliability
  4 stars

For the duration of my contract, my broadband speed was less than 1.5 mbps. Each time I called customer service, they would try the same things to boost it. Always unsuccessfully. I would always be on the phone for a long time as they outsource their customer service and it was often difficult to understand some of the technical language given.
I left and moved to sky and I get over 20mbps now. I settled the final bill but a month after leaving I was issued with a late payment on the direct debit. I called them to ask why I had been charged a fee for a £0.00 bill. They removed the charge. Then they issued the same charge every month for the next 4 months when they threatened me with debt collection!
I spoke to them again and they wouldn't concede that the charge was ridiculous. "we will waive the charge on this occasion for you as a gesture of good will". I almost exploded when they said this. I wanted them to garuantee the they wouldn't do this to someone else who wouldn't have the nous to call them out on the scam. They said that the charge was correct.
Terrible broadband service. Even worse customer service. Absolutely the most horrendous company I have ever had to deal with. Avoid them at all costs.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

the service we had over the last 10 years was hit and miss with long downtimes and intermittent quality, customer service will tell you that your contract has been cancelled and continue to take payments from your account. when you phone to ask for the money to be refunded they tell you your still a customer even though you haven't been using their services. in short your nightmare only begins when you try to leave. as talktalk are not registered with the communication onbudsman you will get no help there.do yourself a favour avoid this company like the plauge

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talktalk are the worst company I have ever dealt with. I got broadband from them 6 months ago and it was way under the 70-80mb quoted and I was paying for. So if you have talktalk check your speed!!!!

I've been promised call backs and never got them.
I have spent hours and hours on the phone and the aweful online chat service trying to get things resolved and it took six months to get things fixed.

They have finally fixed the issue and only offered me a £14 refund for all the months of poor service which I feel is more of a joke and a gesture of good will. I've spent more than that on calls to them alone.

Keep Away they suck go with another provider!!!!!

Be careful when you sign-up, even after you request ELECTRONIC BILLING and opt on via their on-line portal for paper billing. They still send it to you and charge 4 pounds for 3 sheets of cheaply printed paper!

Trying to get through to the "UK" based tech support is a nightmare! as basically your time is wasted forced to listen to DID YOU KNOW! pre recored messages for non important issues not relating to your issue.

Then staff are uninterested and do not care a less attitude towards its "customers!" regret the day I signed up with this vile company.

SIGN-UP at your own risk! and read on-line reviews before signing a 24 month contract.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star

I am a long time customer for TalkTalk. 2 months ago the regular internet service become unreliable.
I switched to Fibre and it is no deference. Top of that they are giving the same deal to new customers cheaper. Clearly they are not rewarding loyal customers. Be careful, because your contract is starting when you are placing your order and the delivery time at least 2 weeks, so with a 20 days cooling period, you do not have time to test the system. I was on my holiday when they delivered the new service, so when I started to use it, I was already the end of my cooling period. Very bad customer service and broadband service.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Talk talk is so slow. The internet can not handle more than 3 devices connected to it at once else it takes ages to use the internet. It’s so laggy and buggy. It turns off on its own and talk ages to work again. I do not recommend.

As a loyal customer I was with TalkTalk for many years, if you do not need support the package is very good, however I knew if I ever needed support I was in for a frustrating and nightmare journey dealing with their customer services/support teams, they read to a script, do not listen and not helpful at all, or you get passed around the departments (call centres) and can be on a call for an hour and more, and still not get results. They check your line, you can see improvement whilst they are on the phone, and then an hour later it is poor performance again and you don't have the will for another hour long call. Time allowed me to research another provider and I left and Talk Talk kept on billing me, and adding interest to the amount. Under no circumstances would I return to Talk Talk or recommend them to anyone who wishes to have a good provider and keep their sanity, they are beyond awful and the service appalling.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I was with TalkTalk for several years during which I received low speeds for high prices 27.00 for standard internet and line rental (no calls included).

I left TalkTalk after they left me without a working line for 21 days, despite my making repeated calls to them. The staff in their call centre are impossible to deal with due to poor logic, arrogant attitudes and arbitrary rules. I was told that I could only report a fault at my home from my home number (impossible because it wasn't working).

I was never offered any money back for the loss of service and they finally forced me to pay them an additional £60.00 after my contract expired upon threat of ruining my credit rating; even though I had already paid for the whole contract period and transferred to another provider, who gave TalkTalk the correct notice.

A TalkTalk Customer Service Manager demanded to know why I was leaving them when they had left me without any service for 21 days, when TalkTalks rules say that they have 30 days to repair a fault!

Throughout the contract period TalkTalk delivered a speed of less than 6mb Since switching to Plusnet they deliver around 12mb to me at the same address, via the same phone line, from the same exchange, but for £10.00 a month less.

Plusnet aren't perfect but after reading reviews of lots of other providers I have found Plusnet to be the best of a bad lot. I note that on this site they score 3 out of 5, which is the highest score.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appallingly poor service. Download speeds as low as 0.01mbps with an average 1.0mbps. Customer support manager was rude and unhelpful. Complaints procedure takes forever.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Appalling. Can't get through security as was set up with AOL about twenty years ago. Wanted a new router but would not provide without changing land line. Pay £27 a month just for internet - going to cancel direct debit. Cant speak badly enough. Wanted to leave zero stars but system wont let me

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

The connection is shocking! I had the basic £17 per month package which worked fine. Then, all of a sudden it stops working completely to be told I need rewiring work to be done. That gets done and the connection I once had was like dial up from 20 years ago. I spoke to them about what had happened and was told that is what to expect in the basic package and that there were no issues with my connection. Obviously there were as I'm not blind deaf or stupid. I was told I needed to upgrade to a fibre optic package for a decent connection. Stupidly I accepted and I pay £30 more a month for a very slow service, exactly the same as it was with the £17 per month before I needed this 'rewiring'. Only to be slammed with a £50 fee for an engineer to come out which wasn't explained to me at any point at all. Absolutely disgraceful and a big big regret of mine! Avoid talktalk at all costs!! They are a bunch of con artists. The connection is ridiculously poor and the customer service is terrible.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Just been with TalkTalk for couple of weeks now and already had to contact them on numerous occasions regarding the incredibly slow internet speed. An average of 0.4 mbps, well below the minimum guaranteed speed of 1.5 mbps (even this I'd regard as poor considering the advertising material promotes an average of 11 mbps). Keep going round in circles with the Live Chat guys...that is when I can even contact them due to insufficient network speed). There is a 14 day stabilization period but I doubt very much there will be a miracle overnight! Therfore paying for a service I'm not getting

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

If you ever try to call talk talk, expect to wait 15 mins on hold, only for the music to end and nobody speaks. No one answers the phone. you pay the money for no internet, no service. They have a 30 day Money back guarantee,but i guarantee after your 30 days things go down hill and no body will answer the phone. No internet, no help, but they take your money.

• Satisfaction
  2 stars
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Very bad broadband provider
Upload speed 0. 66MB less than 1MB
Download speed 5MB
Can't use most TV, laptops, smartphone
I have 5 months speed problems
Not able to solve speed issues
No refunds
Charges when you terminate your contract

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

We had no real issues with TalkTalk up until about 8 months ago when our contract ended, the internet started slowing down and becoming intermittent. We logged a fault and everything went downhill from here. There were numerous times we called and spent well over an hour on the phone to them at a time. Every time we called we had to start from the beginning as they hadn’t logged the issues correctly on their system. They charged us for an engineer to come out even when the issue is a fault with their line and service.
Eventually we logged a complaint because things weren’t getting resolved and we were paying for a service we weren’t actually receiving. The customer service from their complaints team was even worse than from their technical team! Never receiving any calls back when promised, asking me to explain the full story to them EVERY time I called them, arguing back with me on the phone! They are truly an awful company to deal with, with no respect or care for their customers! As soon as we have moved house we will be changing providers immediately. And I would highly recommend people NOT TO GO WITH TALKTALK!
Awful internet, Awful customer service!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Stay away, the service is terrible. When you call them with an issue your put through to India or Pakistan, and you can't understand a word there saying. I had my details stolen and now receive calls from scammers in India. Don't go near Talktalk

• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

I had joined talk talk, they gave me a installation date, which the failed to come, phoned them, and they apparently didnt have any record of me on the system, then magically founf us, they gave us another date that they were coming, which they did.
Broadband was working fine for 3 weeks, then talktalk cancelled our order, and cut us off.
Phoned talk talk several times, they they didnt know why we had been cut off of our broadband, but amitted it was there fault.
After conversations with talk talk they have said they can only re-connect us in 2 and half weeks.
As this wasn't good enough, i spoke with the CEO, who also wasn't helpful, i had explained that my wife works from home, and as its talk talk fault i had bern cut off, i want compensating, she said it wasn't her problem that my wife works from home, and the only date to reconnect is 2 and half weeks, with a £15 credit.
I told the CEO that it wasn't good enough.
I have now left talk talk, what an appalling company,and an appalling CEO.
Virgin media have great deals on and have decided to go with them.
Also i have reported them to watch dog.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  5 stars
• Reliability
  5 stars